Bybit now supports a self-service recovery feature for users who failed to receive deposited assets due to a missing Tag or Memo. We recommend using this self-service tool, as it generally offers faster resolution compared to manual reviews by our support team.
However, if you encounter an error message while trying to submit a request through the self-service recovery page, this guide will help you resolve the issue and proceed with the correct support channel.
Common Error Messages and Solutions
When using the self-service system, you might see specific error prompts. Here’s what they mean and what to do:
- If you receive a generic error during submission, please contact our customer support team via live chat. Then, submit a formal inquiry using the "Deposit Without Tag/Memo" form. Always include a clear screenshot of the error message you received.
- If the error states: "The abnormal deposit issue has been resolved. Please contact customer support for further assistance," it often indicates that your deposit may have been credited to another account based on the Tag/Memo provided. In this case, please use the "Deposit With Incorrect Tag/Memo" form to submit your inquiry.
Important Recovery Policy Details
Before proceeding with a recovery request, please be aware of the following policies:
- A processing fee will be deducted from the recovered amount. This fee is equivalent to five times the standard withdrawal fee for the deposited cryptocurrency.
- Recovery requests will not be processed if the expected refund amount is below the token's minimum withdrawal threshold.
- Any transaction older than 75 days cannot be processed for recovery.
- Due to the inherent risks of incorrect Tags/Memos leading to funds being credited to the wrong account, we cannot guarantee a 100% successful recovery of your assets.
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How to Submit a Recovery Request via the Help Form
If the self-service option fails, follow these steps to submit a manual request.
Step 1: Contact Support via Live Chat
Before filling out the form, immediately contact our 24/7 customer support via live chat. An agent can help trace your funds and, if necessary, initiate a temporary freeze to prevent them from being withdrawn from the receiving account.
Step 2: Select the Correct Form
Navigate to the Help Center and select the appropriate form based on your error message:
- For most errors, use the "Deposit Without Tag/Memo" form.
- For the "abnormal deposit issue resolved" error, use the "Deposit With Incorrect Tag/Memo" form.
Carefully read the requirements on the form before clicking "Yes" to continue.
Step 3: Determine Your Case Tier and Provide Information
Your case is classified into a tier based on the value of the deposited assets. The required verification documents depend on this tier.
Case Tiers:
| Cryptocurrency | Tier 1 | Tier 2 | Tier 3 |
|---|---|---|---|
| XRP, EOS, XLM, etc. | < $1,000 USD | ≥ $1,000 USD | ≥ $100,000 USD |
Verification Requirements:
| Item | Verification Requirement | Tier 1 | Tier 2 | Tier 3 |
|---|---|---|---|---|
| 1 | Transaction Hash (TXID) | Required | Required | Required |
| 2 | Screen Recording | Required | Required | Required |
| 3 | New $15+ Deposit | Not Required | Required | Required |
| 4 | ID Document & Selfie | Not Required | Not Required | Required |
| 5 | Error Screenshot | Required if rejected | Required if rejected | Required if rejected |
Detailed Verification Requirements
1. Transaction Hash (TXID)
You must provide the full 64-character TXID (transaction hash) for the missing deposit. This can be found on the withdrawal history page of the platform you sent the funds from.
- Important: Ensure you are providing the correct TXID for the specific missing deposit.
- Blockchain URL: Include a direct URL link to the transaction on a blockchain explorer.
2. Screen Recording (For Tiers 1, 2, and 3)
Assume you sent the deposit from "Exchange A" to Bybit. We require a clear screen recording showing:
- You successfully logging into your account on Exchange A (you can enter credentials before recording).
- Navigating to the withdrawal history page.
- Clearly showing all details of the relevant withdrawal: amount, coin type, date, time, and TXID.
- Clicking the blockchain link to show the on-chain transaction details. If no link exists, state "No blockchain link available."
3. New Deposit and Screen Recording (For Tiers 2 and 3)
To further verify ownership, you must:
- Make a new deposit from the same "Exchange A" to your Bybit account using the same cryptocurrency.
- The new deposit must be equal to or greater than $15 USD.
- Crucially, you must include the correct Tag/Memo for this new deposit.
- Provide a screen recording that shows both the new deposit and the original missing deposit in your withdrawal history on Exchange A, including all their details and blockchain links.
4. ID Document and Selfie (For Tier 3 Only)
- Identity Document: Upload a clear, color photo of an original, valid government-issued ID (e.g., passport, driver's license). All details must be readable and match your account information.
- Handwritten Note Selfie: Upload a selfie of you holding your original ID and a handwritten note that says: "I confirm this document belongs to me. This deposit of [Amount] [Coin Type] was made by me on [dd/mm/yyyy]." Your face and the note must be clearly visible.
5. Error Message Screenshot
For all cases, if your self-service request was rejected, you must include a full screenshot of the exact error message you encountered on the recovery page.
Frequently Asked Questions
What does a 'Tag' or 'Memo' mean?
A Tag or Memo is an additional identifier required by certain blockchain networks (like XRP or XLM) alongside your wallet address. It ensures your deposit is correctly credited to your specific account on an exchange. Without it, funds can be lost or sent to the wrong user.
Why was my self-service recovery request rejected?
Requests can be rejected for several reasons: the TXID may be incorrect, the deposit may be older than 75 days, the value may be below the minimum recovery threshold, or our system may have detected that the funds were already credited to an account (potentially with the wrong Tag).
How long does the manual recovery process take?
Processing times vary depending on the complexity and tier of the case. Tier 1 cases may be resolved in a few business days, while higher-tier cases requiring more verification can take several weeks. Our support team will provide updates.
Is my data safe when I submit personal documents?
Bybit takes data security extremely seriously. All documents are submitted through a secure encrypted channel and are only used for identity verification purposes in strict accordance with our privacy policy.
Can I recover assets sent to a wrong address?
No, this recovery process is only for deposits sent to a correct Bybit deposit address but with a missing or incorrect Tag/Memo. Funds sent to a completely wrong blockchain address are irretrievable due to the nature of decentralized networks.
What happens after I submit all the required information?
Our dedicated assets team will review your submission. If all provided information is correct and verifiable, they will initiate the recovery process. You will be notified once the recovered funds (minus the processing fee) are credited to your Bybit account.